Sr. Customer Success Business Partner at Anaplan in London, United Kingdom

Job description

• Are you looking for a high-impact opportunity where your expertise will be immediately valued? We are seeking a highly experienced Senior Customer Success Business Partner to join our team.
• In this highly visible and vital role, you won't just be keeping the seat warm—you will be a driving force within our Customer Success team. You will step into an established portfolio of key accounts, taking primary responsibility for the successful deployment, user adoption, ongoing health, renewal and upselling/cross-selling motion of their Anaplan solutions.
• As the strategic anchor for our customers, you will collaborate closely with Partners, Professional Services, and Account Executives to ensure seamless implementations, exceptional ROI, and long-term success.
• If you are a seasoned CS professional who loves parachuting into dynamic environments, delivering immediate value, and shaping customer transformation, this is the perfect opportunity to make your mark.

Responsibilities

• Drive Immediate Value: Manage a prominent portfolio of customers, hitting the ground running to drive adoption, expansion, retention, and maximum ROI.
• Be a Strategic Advisor: Guide customers through the value delivery lifecycle, helping them transform their processes and achieve critical business objectives using Anaplan.
• Strategic Leadership: Lead executive-level Quarterly Success Reviews (QSRs), presenting Success Scorecards to executive sponsors and key stakeholders.
• Uncover Value Opportunities: Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build compelling internal business cases for continued and expanded investment
• Champion the Customer: Proactively build strong relationships, acting as the internal voice of the customer to raise risks, advocate for their needs, and ensure goal alignment.
• Mitigate Risk: Identify renewal risks early and partner seamlessly with Renewal Managers and Account Executives on robust mitigation plans.
• Empower Longevity: Develop and execute change management strategies to drive end-user adoption and maximise value within customer organizations, including Train the Trainer programs, Centre of Excellence development, and organizational enablement
• Think Out of The Box: Contribute to our evolving customer success assets, playbooks, and reference case studies, leaving the team stronger than you found it.

Requirements

• Previous experience driving value in customer success, presales, or management consulting roles.
• Required background in Enterprise Performance Management (EPM), Enterprise Planning, or Analytics.
• Exceptional communication and presentation skills; comfortable and confident engaging at all levels, including the C-suite.
• Proven track record in Customer Success, SaaS platforms, Project Leadership, Technology Consulting, or Advisory roles.
• A unique ability to translate complex technical concepts into clear, customer-friendly business value.
• Familiarity with software development processes and design methodologies.
• A customer-first mindset coupled with strong problem-solving skills and the ability to remain calm and decisive under pressure.
• Experience leading cross-functional teams to address sophisticated customer needs or deliver key projects.
• Exposure to Financial Services and/or Insurance customers
• Subject matter expertise in Planning and Modelling, particularly in Supply Chain, Finance, or Sales.
• Hands-on experience advising on or establishing a Centre of Excellence (CoE) or similar governance structure.
• Familiarity with Anaplan or comparable enterprise planning platforms.
• Background in change management and enterprise-wide business transformation initiatives.
• Experience crafting customer-facing collateral, such as success playbooks or templates.
• Exposure to renewal strategy and expanding customer footprints through upsell/cross-sell practices.

Skills

Required

• Customer-first mindset
• Strong problem-solving skills